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After-Hours Information

After-Hours Contact Information

Teams – The following are the relevant teams for After Hour communication. (See directory for more details.)

  1. Web Support AH
  2. Banno AH Dev - Tier 2
  3. Operations Support
  4. Management/Escalation

Planned After-Hours vs After-Hours On Calls

Planned After-Hours

There are two sides of After-Hour related work that you will want to be aware of. The first being “Planned AH”, for this is you will want to coordinate between yourself as the Rep and the Financial Institution requesting the work in conjunction with those that would be executing the work such as a Developer or someone from that particular team (ex. DNS)

  1. Planned After-Hours Process
  • A. Communication - Gather all information needed from the client requesting the work and send this over to the appropriate team to confirm it can be done and the cost.
  • B. Case & Quote – If this request comes from an email be sure to migrate this over to a dedicated Case for documentation and billing.
    • i. Create a case for documenting the gathered information and to return to for billing.
    • ii. Check the hourly / contract rate for the quote.
    • iii. There are fees that will need to be applied to the quote as well. There is a $250 fee for AH requests that happen Monday - Friday and a $350 fee for AH requests that occur Saturday – Sunday as well as Holidays. This fee is for all after-hours requests including DNS changes and publishes.
  • C. Authorization & Schedule
    • i. Please make sure that the person who is making the After-Hours request is also the authorized person for approving requests (CWR Approver) not just submitting. Once you have all of this in place and the quote is approved you can then coordinate a scheduled time with the developer to perform the work. If the client is needing any on call / email correspondence at the time of the change, please coordinate where able as well

After-Hours On Calls

The other scenario is if you are the person scheduled to be on call for After-Hours for your team. If emergency work is requested, the above procedure will apply, there are however a few items you will want to address when taking them.

  1. Taking After-Hour Calls
  • A. When talking to the Call Center gather the FI information for identifying the case and ask if this is an emergency or if this can be a next day call back.
  • B. Assign yourself to the case associated with the call as well as adding yourself as an interested party. Contact the FI via their requested contact call back / correspondence. Determine if this is an emergency or if this can be addressed for a next day call back, furthermore determine if this is an issue on the side of the client versus if we JHA/Banno are directly responsible. If the issue is on our side, then there will be no charge. If this is something that the client is requesting, please provide their contracted rate for quoting out the work and after hour fees that apply. Please add a summary note for the request from the client’s information to document everything as well as contact the appropriate Team for the work.
  • C. If this is emergency development work, you will need to send out a text to all Developers. If there is no response after 30 minutes, then you can escalate to Karla Gladstone directly via text.
  • D. There will be times where a call can come in related to a Gladiator case. This is usually related to a DNS edit that has either been scheduled or needs to be scheduled. Please be sure to check with the team member who is the escalation point for that week to check for scheduling.

After-Hours Schedule

After-Hours Schedules are available on SharePoint.

After-Hours Directory

Web Support AH

  • Adam White: 615-202-7297
  • Angelina Davis: 913-608-2503
  • Bre Daley: 615-210-3776
  • Damon Xanthopoulos: 615-405-7092
  • Dustin McCulloch: 615-796-4824
  • Emily Cope: 615-617-7591
  • Krishna Ghamandi: 615-887-9127
  • Lucas Everett: 615-801-2858
  • Niki Merriwether: 615-349-5758
  • Toni Ward: 615-521-4978

Banno AH Dev - Tier 2

  • Dewanna Mahon: 615-305-1289
  • Evan Diehm: 319-230-1666
  • Karla Gladstone: 615-293-5039
  • Laura Reece: 615-512-4692
  • Rachel Cornelius: 615-500-9570
  • Walter Ponath: 615-738-7924

Operations Support

  • Banno Launch Control After Hours: Inform AH on call escalation/management so an incident can be initiated and paged out.

Management/Escalation

  • Krishna Ghamandi: 615-887-9127
  • Emily Cope: 615-617-7591
  • If neither are available or on PTO, you can escalate to: Shea Hardin: 615-405-9734